Job Title / LevelOperations Support Center Lead - Public Trust

　　Clearance Required?Public Trust

　　Location:Colorado Springs, CO 80840 US (Primary)

　　% Travel0 - 10%

　　Job Description

　　Wanted: An experiencedOperations Support Center Leadwithdemonstratedexperience inprovidinghelp desk and enterprise support servicesleveraging industry-standard service management best practices on a 24x7x365basis.Thisleadshall use and support TSA's trouble ticket tracking systemthat supports all IT services related to trouble reporting, incidentresolution, and request for IT services.Preference given to candidates whocanbring successful program leadership and ITIL implementation experience toguidethe stabilization and improvement of Service Desk operations asenterprise IT services are modernized and ITSM practices are adopted.As aOperations Support Center Leadyou will:Work with the latest, cutting edge technology.Work with a team of driven, supportive and highly skilled professionals.Receive a robust benefits package that includes Employee Stock Ownership Plan!Enjoy flexibility managing your work hours and personal needs with a singleaccrual leave plan.

　　A week in the life of aOperations Support Center Lead:Provide successful program leadership and ITIL implementation to guidethestabilization and improvement of Service Desk operations as enterprise ITservices were modernized and IT ServiceManagement (ITSM) practices wereadopted.Deliver ITSM and business services for6 largeenterprise multi-locationServiceDesks; mitigate risks,improve efficiency and effectiveness, andidentifynew opportunities.Provide oversight forTSA TSDOSCacrossSecure Flight & Credential.Leverage knowledge management that shorten Return to Service (RTS);provide self-help initiatives.Use tool automationsto speed up RTS, ticketrouting, and timelyescalationnotifications.Provide data analyses delivering targeted stakeholder reports and livedashboards.Support cultureshifts and innovations.Practice Continuing Service Improvement; align IT tools to business needs.Utilize ITSM tool design, data analyticsand security architectures.Develop meaningful KPIs, benchmarks, and SLAs

　　AMERICAN SYSTEMS is committed to pay transparency for our applicants andemployee-owners. The salary range for this position is $115,000 -$155,000. Actual compensation will be determined based on several factorspermitted by law. AMERICAN SYSTEMS provides for the welfare of its employeesand their dependents through a comprehensive benefits program by offeringhealthcare benefits, paid leave, retirement plans (including ESOP and401k), insurance programs, and education and training assistance.Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-ownedcompanies in the United States. We are a government services contractorfocused on delivering Strategic Solutions to complex national priorityprograms with 100+ locations worldwide. Through our focus on quality,strong cultural beliefs and innovation we deliver excellence every day.Company Awards:Forbes National Best Midsize Companies 2021Energage National Best Workplaces, National 2021Washington Post Best Workplaces 2021Veteran Hiring Awards:U.S. Department of Labor Hire Vets MedallionBEST FOR VETS by Military TimesTOP 10 MILITARY FRIENDLY COMPANY by MilitaryFriendly.com.

　　Job Requirements

　　Required: a minimum of 10 years of recent and relevant experience.Preferred education: A Bachelor's degree from an accredited college oruniversity in information technology management or a related field.Domain expertise: Service Desk, Program Management, ITIL / ITSM,Processes, Systems Tools, Operating System.Technical skills: Data Analysis, Agile Lifecycle Management platforms,Knowledge,Incident, Problem Management, Service Management,Transition, Operations, Continual Service Improvement,SAFe,DevSecOps, Remedy (cloud & on-premise), Servic Now, MS Office,PowerBI, SQL, RTC, Jira, MS Project, SharePoint, IBM RTC,Microsoft, NT, MacOS.Other preferred certifications: PMP, ITILv4,CertifiedSAFe5Practitioner, MCP (Microsoft Certified Professional), Six Sigma GreenBelt - Black Belt course completed.Previous Transportation Security Administration (TSA) personnel clearancepreferred but not required.Prior experience with and knowledgeof TSA's mission priorities, systems,and applications preferred but not required.Strong written and oral communication skills. Ability to coordinate acrosslarge groups of people at multiple levelsEOE Minorities/Women/Disabled/Veterans/Gender Identity/Sexual Orientation

　　EOE M/F/Disability/Veterans